CAREERS & JOBS (LOYALTY & CX)

Woolworths is hiring: Senior Customer Engagement Manager

We are Woolworths Group

We are Woolworths Group. 200,000+ bright minds, passionate hearts, and unique perspectives across Australia and New Zealand. Connected by a shared Purpose – ‘to create better experiences together for a better tomorrow’. That Purpose fuels our ambition to explore new ideas, make brave commitments, and innovate better ways to meet the food and everyday needs of more than 24 million customers every week.

If you’re excited to transform today’s blue-sky thinking into a better tomorrow for future generations, you’ll find yourself supported and enriched in a dynamic, inclusive, and empowering workplace. With a culture of genuine care, a flexible approach to work, and opportunities across the group to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.

What you’ll do

You’ll will play a key role in shaping the future of Woolworths Group Loyalty, by deeply understanding member needs and pain points to create engaging, evidence-based experiences that drive both member engagement and measurable business results. The role connects customer behavior with the financial impact of loyalty initiatives, optimizing investments and increasing member value.

You’ll drive our loyalty program’s success by delivering actionable member insights that enhance strategy and member experience. You’ll be instrumental in developing a member segmentation framework, understanding diverse customer behaviours and needs, and championing a data-driven, test-and-learn approach to program development. You will also;

• Drive program strategy, enhance propositions, and design compelling member experiences.
• Segment members effectively and build frameworks to understand unique behaviours, needs, and motivations.
• Develop and maintain models to predict the financial impact of loyalty initiatives.
• Frame key questions and guide analysis to inform decision-making.
• Track member and commercial metrics, identifying opportunities for improvement.
• Partner with internal and external stakeholders to maximise program impact and ensure data integrity.

What you’ll bring

You will have a minimum of 7+ years experience in a data-driven role focusing on customer insights, loyalty analytics or a similar quantitative discipline, and Bachelor’s degree in Business, Economics, Statistics, Mathematics, Marketing, or a related quantitative field.

Expanding on the above, you will bring:

• Analytical – proven experience translating complex data from diverse sources into actionable insights using statistical modelling
• Structured problem solving – deconstruct complex questions and test hypotheses using member data and qualitative insights
• Attention to detail – meticulous approach to data analysis, model building and reporting to ensure accuracy and reliability
• Written and verbal presentation – ability to synthesise and present complex insights in compelling written formats.
• Commercial acumen – understand business/ financial drivers and how loyalty impacts commercial outcomes
• Collaborative – Ability to work effectively with cross-functional peers & teams and influence decisions without direct authority
• Intellectually curious & Innovative thinker – probing data with the right curious questions and connect insights into innovative proposition and experiencer design
• Adaptable and optimistic – thrive in a fast-paced and dynamic environment

What you’ll experience

Our Team Members are at the heart of everything we do and we’re always looking for ways to support your career journey and reward great work, benefits include:

Team discounts across our range of Woolworths Group brands you know and love and a robust rewards program that celebrates and incentivises purpose-driven work

A range of programs to help you prioritise and manage your wellbeing, including 24/7 access to the Sonder app

Everyone belongs at Woolworths Group

Diversity, equity, inclusion, and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team’s diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential.

We encourage all candidates to apply. Please let us know in your application if we can support you with any adjustments in the hiring process.

Source: Woolworths